A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industry

Authors

Rebecca Nueesch, University of St. Gallen, SwitzerlandFollow
Thomas Puschmann, Business Engineering Institute St. Gallen AG, SwitzerlandFollow
Rainer Alt, University of Leipzig, GermanyFollow

Abstract

Web 2.0 applications change future customer interaction. This paper develops a framework that enables companies to assess their current stage of Web 2.0 maturity. It enhances existing approaches by adding customer-focused Web 2.0 design patterns and applies it at the case of six top-ranked international banks. The results reveal that the potentials of customer-bank interaction through Web 2.0 within the banking industry are not fully tapped yet.

Recommended Citation

Nueesch, Rebecca; Puschmann, Thomas; and Alt, Rainer, "A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industry" (2012). BLED 2012 Proceedings. 24.
https://aisel.aisnet.org/bled2012/24